Apr
6
Written by:
Vicki Vasil
4/6/2009
In an economy like this, it amazes me that people are not on top of their customer service game. A couple weeks ago I was in a bookstore, one of the big chains. I had a couple questions and had to give the kid at the desk my email to look up my account.
Now, I am a pretty friendly person and I pride myself on being able to make even the grouchiest of people crack a grin. But this guy must have made an effort to be rude-- avoiding eye contact and barely speaking. When I thanked him, he muttered one of my biggest pet peeves ever -- the dreaded "mmm hmmm."
At the end of the transaction, my cheeks pink with embarrassment for both myself and for him, he dared to swing out a pen and write his name at the top of the receipt, asking me to take a moment to report how his service was today.
Dude, are you serious?
As an employee of a service provider, I know as well as anyone that feedback yields an uneven pile, with more-easily prompted negative complaints far outweighing positive ones. I make sure to take the time to write something when I'm floored by exceptional customer service (it always amazes me that I should be so shocked to receive at least adequate service). Had I not thought that this kid obviously had no clue about how bad things were out there, this is what I would have said:
With thousands of well-qualified and eager people chomping at the bit for a job as a cashier at this bookstore, and for each transaction meaning so much more than it did a year ago, I would expect the cream of the crop to be who you present to your customers. It shocked me that this is the level of customer service I received.
So I guess this is more a bit of advice than a digression: don't assume everyone on your staff understands the severity of what's going on out there. Make sure they're sensitive to the economic times and to your customers. And make sure, above all, that they communicate your gratitude for their patronage.
Oh, and by the way, thanks for your continued support of Surf Expo. I really am grateful.
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2 comment(s) so far...
Re: Are You Really Thankful For My Business?
Vicki,
I couldn't agree more.. I cannot stand when people don't say "you're welcome" to my
"thank you" especially in a customer service situation. They should be thanking us for the purchase.
Brace
By Brace on
4/28/2009
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Re: Are You Really Thankful For My Business?
Thank you so much for hooking me you . Like I said before YOU ROCK>
Victor Perez
SK8LAMPS
By Victor Perez on
5/9/2009
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